Mediation Complaints Handling Procedure

Our complaints policy

Our mediators are committed to providing a consistent high level of service to all our clients. If something goes wrong, we need you to tell us about it. This will help us to monitor and continually improve our standards.

Our complaints procedure

If you have been unable to resolve your concerns with the person primarily responsible for dealing with the matter and you have a complaint, we ask you to contact our Managing Director with responsibility for client care whose details are below:

Anissa Hallworth

Email: anissa.hallworth@hayes-storr.com

Address: Hayes + Storr, 31-33 Upper Market Place, Fakenham, Norfolk, NR21 9BX

What will happen next?

1. We shall acknowledge your complaint normally within 3 working days, and in any event within 7 working days, of receipt and enclose a copy of this procedure.

2. Our Managing Director will then investigate your complaint, review your file and speak with the person who acted for you, together with the Head of Department concerned. We shall provide you with a detailed reply to your complaint within 21 working days of it being acknowledged.

3. Should it become apparent that more time is required for the completion of our investigation, we shall inform you of the same and provide you with a revised timescale in writing.

4. Should we require additional information or need to invite you to a meeting to discuss and hopefully resolve your complaint, we will contact you within 14 workings days of our acknowledgement letter. Following any meeting, we will write to you normally within 3 working days, and in any event within 7 working days, of the meeting date confirming what took place and any solutions agreed with you.

5. At this stage, if you are still not satisfied with our response or proposals, you should contact us again and we will arrange for another Director to review the matter. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Civil Mediation Council (CMC)

CMC is a professional regulator for mediators in England & Wales. Our accredited mediators are registered with the CMC and are required to follow the EU Code of Conduct for Mediators.

If we are unable to resolve matters to your satisfaction, you can apply to the CMC to have your complaint independently reviewed.

You can contact the CMC about your complaint at:

Email: complaints@civilmediation.org

Call: 01707 594104

Civil Mediation Council, 100 St Paul’s Churchyard, 3rd Floor, London EC4M 8BU

The CMC will usually provide a final determination to a complaint within 6 months or receipt.

Full details of the CMC’s appeal process can be provided upon request to the CMC.